Share this Job

YOODO CLVM (BASE MANAGEMENT & LOYALTY)

Date: 27-Aug-2021

Location: Kuala Lumpur, MY

Company: Celcom Axiata Berhad

Job Description

JOB PURPOSE:

Enhance customer revenue and loyalty growth by increasing average spent per customer via upsell / cross sell programs, and by increasing customer stickiness to the brand through reward and gamification programs.

ACCOUNTABILITIES /KEY RESPONSIBILITIES:

  • Assist in developing base management strategy, create and manage CVM campaigns for customer revenue enhancement and loyalty growth of the customer base
  • Assist in development of customer engagement strategy, including development of communications, marketing materials and content for customers across all channels
  • Monitor and ensure all campaigns are reliably executed in systems and other customer touch points
  • Creation and management of innovative loyalty programs, ‘refer a friend’ scheme, etc with high level of personalization to increase customers stickiness to the brand
  • Manage and execute various campaigns in a fast-paced and data-driven environment
  • Work closely with Data Scientist & Product team in developing statistical models to identify micro segments, customer behavior, propensity to buy, and creation of upsell / cross-sell plans for the target audience
  • Identification of pain points and moments of truth within the customer’s journey using data including surveys, NPS (by other team) and research - and creation of plans to address the issue
  • Work with other team members to find innovative and new ways of offers and execution
  • Provide campaign reporting, analysis, insights and recommendations for improvement
  • Management of agencies involved in activities
  • Perform any other duties and responsibilities related to CVM as designated by the Supervisor

QUALIFICATIONS, EXPERIENCE & SKILLS/COMPETENCIES

QUALIFICATIONS:

  • Candidate must possess at least a Bachelor’s Degree in any field
  • Marketing background is preferable

EXPERIENCE:

  • 6 to 10 years of professional Marketing experience ideally within the telecommunications industry with at least 5 years working experience in customer value management, loyalty and campaign management
  • Preferably has worked in a digital company
  • May be advantageous if the candidate has start-up experience

 

TECHNICAL & BEHAVIOURAL COMPETENCIES/ SKILLS

  • Good planning and organization skill
  • Communicates and works well with different level of people
  • Communicates well with internal and external stakeholders
  • Meticulous and detail in work
  • Solid analytical and numerical skills
  • Able to work independently and in group with least guidance, self-starter
  • Result oriented and does whatever it takes to get things done (start-up environment)
  • Positive and open for ideas, self-motivator
  • Willing to take up challenges


Job Segment: Telecom, Telecommunications, Manager, Marketing Manager, Technology, Management, Marketing, Research